Technical Support Engineer

Job Context:

Riseup Labs is looking for a Technical Support Engineers are product and infrastructure wizards who work with customers to help fulfill that mission. As a TSE (Technical Support Engineer), you will be the customer liaison to our Engineering organization. You will field incoming questions, help users configure company, and help them understand how to use our products’ features. You will help monitor the performance of Company systems, making sure our customers have the appropriate infrastructure to complete their work successfully.

Job Responsibilities:

• Managing customer issues related to the installation, configuration, and implementation of Company products on a timely basis, provide effective and clear communication, and establish appropriate expectations with clients
• Diagnose and resolve production and pre-production problems
• Assist in the installation and configuration of packages and databases
• Investigate performance-related issues
• Conduct live meetings with customers via Zoom or telephone as necessary
• Ensure customers are effectively represented to our Product Management and Engineering teams by writing actionable, detailed Defect reports and Enhancement requests in Jira
• Write and review technical knowledge base articles, FAQs, examples, and how-to’s for publication to a customer and company knowledge system

Educational Requirements:

• B.Sc in Computer Science and Engineering from any reputed public or private university.

Additional Requirements:

• Proficiency in English is a must
• Broad experience with the following technologies is also strongly desired for this role:
  ○ Familiarity with the Linux command line and server administration
  ○ AWS, Azure, GCP
  ○ Docker and Kubernetes
  ○ MongoDB
  ○ Postgres
  ○ Python and/or R
  ○ Ubuntu and/or CentOS
  ○ Hadoop and/or Spark
  ○ Ability to read source code (especially Scala) is a plus
• Excellent customer service skills, empathy, and a sense of urgency
• Great debugging, problem solving, and analytical skills
• Time management: the ability to organize and prioritize numerous tasks simultaneously
• Professional experience troubleshooting, maintaining, or developing data-driven applications
• The ability to learn quickly
• The capacity for empathy and effective dialogue with demanding enterprise clients
• Experience in a system administration or devops role is a plus

Workplace: 

• Remote

Salary: 

• Negotiable (Based on experience and skills)

Compensation & Other Benefits:

• Annual Performance Evaluation and Increment
• Festival Bonus (2)
• Group Life and Health Insurance
• Full Subsidize Lunch
• Annual Retreats
• Wedding Bonus (As per company’s policy)
• Celebration of Events & Occasions
• Team Outing
• Training & Development by Organization Assigned Consultants
• Weekly 2 holidays (Saturday, Sunday)
• Paid Time Off 24 days (CL & SL)
• Maternity Leave with benefit (As per company's policy)
• Paternity Leave
• Public holidays as per Riseup Labs calendar

The Application Process:

• Telephone Round.
• Interview with the Client & Talent Acquisition Team.
• Job Offer.